The term customer journey mapping is used to depict the entire experience of a customer while purchasing for goods or services. It is a visual representation of the whole journey of the customer right from the start where they first get aware of the product to the point where they make the final purchase of the product.
Thus with the help of diagrams or multiple diagrams, it becomes quite easy to plot the customer’s journey. And this is known as the customer’s journey mapping.
What is the Utility of Customer Journey Mapping?
Now with the rise in the completion in the market, it has become quite essential for the companies to maintain a good and friendly relationship with their customers. And for this, it is necessary for the companies to do an appropriate journey mapping. Also due to the increased completion in the market, customers are given a lot of privileges.
This way whenever they interact with a particular company, they have a lot of expectations with that specific company. So it becomes the sole responsibility of the companies to prove the best service to their customers/ now this can be only done if the companies track every move of the customer as soon as they first come in contact with the company. T
Hence once the customer gets aware of the product that the company offers, they go through several stages until finally, the customer makes the purchase. Now here it becomes a necessity for the companies to approach their customers depending on the stage they are.
For this, the companies need to trace the entire journey of the udometer that they have been through. Thus the customer journey comes into play and saves the day.
What is the importance of Customer Journey Mapping?
Now the customer journey mapping holds quite an importance when it comes to the growth and development of a particular company or any specific business entity. The customers’ journey mapping is a great help to the business and companies as it allows them to step into the shoes of their consumers and observe the whole business and the buying process from their perspective.
Thus the companies can have an insight of the different pain points of the customers. This way once the companies become aware of the places where the customers are having some problems, they can easily eradicate them out. This way by removing the pain points of the consumers, the companies in the heart of the people. This is because they improve the experience of the customers while shopping for them.
The mapping of the customer’s journey also helps them in deterring what their customers as wells the prospective customs will be needing, what they are demanding for and how much are they willing to pay.
Then on the basis of this, they will try to map the whole journey of the customer and then set such strategies which will help these companies in completing the purchase.
What is the need for tools for customer journey maps?
Now since there is an increased number of competitions in the market, companies need to make sure that their customers don’t slip away. Because most of these customers may eventually turn into the potential ones hence enhancing the growth of the company.
Also not just the companies but also the customers are increasing in the number day by day. This has made things more complicated for companies. Now for every individual customer, there is a different journey to be tracked. So for n number of customers, the companies need to trace n number of the journey. And this is not possible for a normal human to manna.
This is where the customer journey mapping tools come in handy. These tools are made in such a way that they can trace the journey of a substantial number of customers. This way the companies can also make sure that none of their customers slip always.
Also, this helps them in understanding how they can approach their customer and convince them into buying their product deleing on the stage they are of the customer journey. Thus these tools become entirely necessary for the companies if they want to maintain a good long term relationship with their customers.
What are the various Advantages Of Customer Journey Mapping?
Now there is no doubt that the customer journey mapping is a boon to the companies who are looking for ways to expand their customer base. And this is only possible if they are able to give their customers exactly what they want.
Also, one crucial aspect is theta the customer should be satisfied with the experience they have with the company while buying a particular product. And all of this is possible through the customer journey mapping.
Thus there are several benefits of the customer journey mapping which is why it is used widely in the marketing industry.
- The customer journey mapping helps the companies in understating how the interaction between the company and their customers is going on.
- It also helps the companies in focusing only on those customers who look more potential buyers than the rest. This way the companies will be able to do more research in terms of those particular set of customers.
- It helps them in identifying the needs of the customers at different stages so that the companies can approach them in different ways,
- It also helps the companies in tracking the various sources through which the customers are trying to interact with the company.
- Also, it helps in identifying whether the journey of the customer is in logical order or not.
- Customer journey mapping helps companies in getting the perspective of the customers so that they can understand the pain points of their customers.
Here is a video by Marketing91 on Customer Journey Mapping.
What are the various tools that can be used for customer journey maps to achieve journey mapping?
Now in today’s market, there are many tools available for the mapping of the customer’s journey. Here are some of the best tools in the market that will help in the process of the customer’s journey mapping.
1) Microsoft Visio
This is software that is used for the objective of making different diagrams as well as flowcharts. This is a type of visualization tool and is widely used by the companies to track down the customers. Journey. With the help of this tool, the person can make simple as well as complex diagrams that provide relevant pieces of information related to the customer’s data.
Along with that, this tool allows you to draw a wide variety of shapes that are already built-in. Other than that it also has some built-in objects and stencils that could be worked with.
The primary purpose of this tool is to make the whole process of making the diagrams as simple as possible. It is a product of Microsoft and is sold as an addition to MS Office. The standard cost of this is around $299.
2) Gliffy for customer journey maps
This is yet another essential tool that is used as an editor which is generally web-based. It is a bit too lightweight for diagrams that are highly advanced a technical. Now there are multiple simple features of this tool.
With the help of this tool, one can make the Venn diagram or even the organizational charts. For someone who is new to this can experience the demo version of it which is competing free of cost. Also, the free version of this tool only provides a total of five different diagrams.
Even for those who will be using the free version of it, they should know that it is not safe said in pirate instated all the work that is done in the free venison is made public. So for the business entities, it is recommended that they buy the paid version of it.
This is because when the diagrams are made for any company, they should be confidential and not shared with anyone. Now the price for the paid version is near about $ 7.99 per month.
3) Canvanizer for customer journey maps
This is a mapping software which is used for the various area for the company including the mapping if the customer journey.
This tool allows its user to brainstorm a then develop ideas and concepts along with their whole team onto the canvas. This tool can be used as a task manager. It allows the making leader of the group to distribute the takes to their colleagues, and also it helps in keeping track f every colleague.
This tool has got some pre-built templates as well which comes quite handy when implemented on different kinds of projects. T also provides with ample of possibilities to import the spreadsheets from a CVS file. Also, this tool is free of cost an anyone can buy it.
4) UXPressia for customer journey maps
This is a management platform that focuses on the experiences of cloud-based customers. This platform helps the teams of the marketing department of any company to be able to visualize, present, and share the journey of the customers.
They can also improve this with the help of this app. This tool has got some cool features like a real-time collaboration where multiple users can collaborate on one platform simultaneously.
This tool allows users to integrate a variety of data sources and also is open to murder interfaces. This toll has a drop environment as well as an intuitive drag. Also, it offers a range of flexible people afro both the customer as well as the buyer.
It also creates quite an impact on the map builders and allows the user for sharing the templates across the company. Although three s agree plan availed for it, to avail its maximum benefits, it is recommended to buy the paid version of its which starts at $24 per month.
5) OmniGraffle for customer journey maps
This is a tool that was created by the Omni group. This tool is mainly used for the purpose of making several diagrams. This toll finds its wide application in the field of an interior as wells as the wireframes designing.
It allows the users for creating neat and precise joinery maps for the customers. This, in turn, can be shared with the other colleagues of the same company. This is a tool that is fit for all.
People who are like casual data pampers can find this tool as a great help for them even those who are the beginner in diagramming can use this tool. Its prices range from $ 49.99 to $ 199.99.
6) Smaply for customer journey maps
This is yet another critical tool,, the software of which is based on customer experience management. The tool enables the user to map the engagement of the customers as well as their experiences with the company.
The mapping of the customer journey is tangible as one gets to use the various maps and the graphical tools. Also for the stakeholders, the software uses mapping tools which helps them in visualizing the ecosystem of the product that is being sold to the customers. This also helps the companies in getting a clearer picture of what are the various factors that impact their product like the metrics or the parties etc.
Now there are three different pout puts that this software has which are the personas, stakeholder maps, and the journey maps. The price of this tool starts at $25 per month. And for business purposes, the price is $100 per month.